Frequently-Asked Help Questions

Wondering how Genlighten works? Here's a list of questions you might have. Just follow the links to see answers from our support team.

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Finding a Provider on Genlighten
  1. I've clicked "Find Helpful Researchers." Now what?

Site Basics
  1. What is Genlighten.com?
  2. How did Genlighten.com get started?
  3. Do you offer site-user support?
  4. Who are your research providers?
  5. What kinds of services do your providers offer?
  6. How do you deal with copyright issues?
  7. Who owns the images I receive from a provider?
  8. Are site payments handled securely?
  9. How does the Genlighten payment process work?

Getting Started
  1. How can I join the Genlighten community?
  2. Why isn't the user name I want available?
  3. Why do you need my email address?
  4. Why do I need to agree to your terms of service?

Account Management
  1. Why should I subscribe to the newsletter?
  2. How can I see my client profile?
  3. How can I see my provider profile?
  4. How can I manage my provider account?
  5. How can I delete my account?
  6. How can I subscribe to the newsletter?

Communication Features
  1. How can I message another Genlighten user?
  2. How will I know I have a new message?
  3. How should I respond to questions?
  4. How can I report an inappropriate message?
  5. Can my client send me an image?

Requesting Research from our Providers
  1. How can see a provider's qualifications?
  2. Do you screen providers?
  3. How can I be sure a first-time provider is reliable?
  4. What's the typical turnaround time?
  5. What if I don't understand a provider's instructions?
  6. What if no one offers the research I need?
  7. Can I cancel a request?
  8. Can I pay by check?
  9. Do you store payment information?
  10. How can I print or download records I receive?
  11. What if I don't receive the record I asked for?
  12. What if I submit a request but don't hear back?
  13. Which fields are searchable?
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Tracking Your Projects
  1. What do the status icons mean?
  2. How can I find project tracking pages?

Becoming a Research Provider
  1. What qualifications do research providers need?
  2. How can I learn about retrieving local records?
  3. How should I choose research services to offer?

Managing Your Store
  1. Why can't I delete an offering?
  2. Can I disable my research offerings?
  3. How can I get more requests?

Creating Research Offerings
  1. How do I decide between fixed-fee and hourly?
  2. Can you add a new repository for me?
  3. What should I include in the offering description?
  4. How much should I charge?

Performing Research for Clients
  1. When should I decline a research request?
  2. Should I ever discount a fixed-fee request?
  3. Do I need to provide source citations?
  4. How can I create quality digital images?
  5. How can I print a research list?
  6. What should I include in my report?
  7. How should I handle an unsatisfied client?
  8. How do I get paid?
  9. Can I do research for my Genlighten clients off-site?
  10. What if I receive feedback that seems unfair?
  11. How can I manage the requests I receive?
  12. Why do I get an error transferring earnings to PayPal?
  13. How can I tell how much I earned last year?

Fees
  1. Does Genlighten have a subscription fee?
  2. Who sets the research fees?
  3. What fees do providers pay?
  4. Do providers offer hourly or fixed-fee research?
  5. Do you offer a money-back guarantee?
  6. How does Genlighten.com make money?
  7. How long are provider fees held in escrow?
  8. What fees do clients pay?

Feedback
  1. How should I determine a provider rating?